Andrei Rusakov Email and Phone Number

• Managed the project and the digital app development team, ensuring the project scope, requirements, and deliverables were met. The project scope work plan and communication with the team were established. All tasks were completed on time.• Collaborated with cross-functional teams to ensure the quality of the deliverables was completed on time. • Created a customer journey map to identify bottlenecks in the business process and built a new onboarding process for the company's customers.• Managed a project coordinating UCW students and the company within the capstone project. All groups of students were able to get answers relating company needs and goals to their questions and adjust their work to create high-quality marketing plans.

• UCW Program Ambassador. The role is to actively promote guard. me International Insurance and Keep. me safe services and initiatives at University Canada West.

• Created a close-knit team of professionals consisting of four employees. Conducted recruitment, onboarding process, and mentoring them.• A process of continuous improvement of customer experience in the company has been launched. A procedure has been launched to conduct regular customer surveys to measure the level of NPS and CSI and analyze their results. Implemented action plans to improve the service. Growth of NPS level by 50% within 1.5 years.• New service and sales standards for the Bank's employees have been created and implemented.• Developed and implemented a remote employee training system on customer service and financial products. Conducted employee training sessions. CSI (Customer Satisfaction Index) service in-creased by 30%.Project Management:• Managed a project to implement speech analytics technology in the Bank's offices (based on artificial intelligence). Created a project scope and budget and set up a stakeholder communication system. After the launch of the project, CSI in the tested offices increased by 40%, and the volume of cross-sales of insurance products - by 20%.• Collaborated with a cross-functional team to implement a customer queue management system in bank branches (more than 100 branches). As part of the project, I created a client journey, a business process, and a dashboard for visual analytics of customer requests and described the business requirements for the system. The introduction of the system reduced the waiting time for customer service by 30%.

• Created an organizational system for the remote customer service department, consisting of customer service departments, claims work, and service quality control (number of employees 80). Managed the recruitment, onboarding, and mentoring process.• Managed a project to create a unified department of claims work in the Bank. Work standards have been developed for processing customer claims requests from state bodies. Designed and launched a process for rapidly adopting decisions on customer requests. The department processed over 100 claims per month.• A system for onboarding and training department employees has been developed. The system in-cludes training on products and principles of service. The process of monitoring employees' work and giving them feedback based on the results of inspections has been established.According to the independent rating conducted by the Russian National Association of Contact Cen-ters in 2016 among the Top 30 Russian banks, the Bank's Contact Center won 1st place. CSI has doubled in two years and reached 95%.